Digital Analyst

Position Overview:

As the Digital Analyst, you will execute business analysis activities for complex, cross-functional, and mission-critical feature delivery, with a specific focus on digital enhancements to enable end-to-end customer acquisition and self-serve experiences. Your primary responsibility will be to capture the evolving needs of the business and to carefully define the requirements. You will work daily with the Product Owner(s), the relative Stakeholders and the necessary Creative, Engineering, & Delivery teams. This will involve gathering information necessary to model current and future state business processes, documenting business/system requirements, and establishing rules that enable the design and development of solutions.

This role requires a forward-thinking individual who is excited by the latest technologies and innovations. As an individual you will need to be proactive, self-motivated, and a problem solver. You will be working closely with other Digital Analysts and Product Owners within the team, to ensure we are producing high-quality requirements at pace.

Your main goal is feeding the agile scrum team with well-defined and accurately sized work; this will support rapid and consistent delivery to deflect calls away from the contact center, drive up revenue and improve conversion rates. The features and projects will drive the digital transformation of business operations and deliver exceptional customer experiences.

Responsibilities: 

• Apply a broad knowledge of business applications and system software for end-to-end auditing and analysis of key business processes with a focus on identifying opportunities to improve systems availability, reliability, efficiency, performance, and overall service that will lead to direct cost savings. 

• Work closely with business area liaison or subject matter experts (SME) to scope and determine needs regarding business processes and functionality to draft, finalize, and update business requirements and user stories in alignment with management procedures, throughout the life of the project. 

• Work in collaboration with the product team to effectively evaluate feature value, technical dependencies, risk, effort to support PI and sprint planning efforts. 

• Define and create UAT scenarios using standard methodologies (e.g. use cases, flow charts, etc.); work with business partners and technical staff to assist in problem solving efforts to assure that testing is completed efficiently and timely with high quality outcomes. 

• Act as a liaison between business units, Application Development, and Application Support staff. Facilitate exceptional communication and knowledge transfer where required to accomplish work more effectively, efficiently, and with increased quality and reliability. 

• Maintain a level of technical awareness to retain an understanding of emerging and existing technologies and their functional capability. 

• Utilize business experience and skills to assess and advise on the practicability of alternatives, marrying up technical limitations with operational realities. 

• Call out risks and proactively mitigate delivery blockers. 

Essential Functions: 

Job Requirements: 

• Bachelor’s degree or equivalent experience preferred.  

• 5+ years of experience in Business Analysis methodologies and deliverables such as: Business Process Management (BPM), requirements solicitation and documentation (JAD/JAR), Use Cases, ROI analysis, and business case development. 

• Experience with supporting E-Commerce and Digital Marketing platforms. 

• Strong Relationship Management skills; strong client management. 

• Analytical, interpersonal and presentation skills. 

• Dynamic individual with the ability to take on multiple initiatives with short timeframes. 

• Scrum Master, Product Owner, or CCBA certification or similar is highly regarded, with additional consideration for candidates possessing in-depth knowledge of the HomeServe industry, its unique processes, and product offerings. 

• Proficient with Visio and/or Lucidchart to facilitate process flows. 

• Proficient in JIRA for creating user stories and clarifying requirements for the development team. 


• Experience with SQL or APIs is a bonus, particularly in the context of analyzing HomeServe business data


• Familiarity with the HomeServe market, competitive landscape, and customer needs is considered an advantage, enabling the candidate to contribute effectively to projects within this domain 

Salary Range (Norwalk): $101,150.69 $134,867.58

Annual Bonus Potential: 10% 

#LI-ONSITE

#HUSA

Minimum Physical Requirements:   

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low. 

Company Overview:   

HomeServe USA is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What do we do and what makes it so great? Well, we’re glad you asked!  

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp., everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.  

What We Are Looking for:  

At HomeServe USA, we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team.  A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success.  We need people who challenge convention, think differently, solve problems, and strive for continuous growth.  

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.    

HomeServe USA is an equal opportunity employer.